We’re hiring a

Customer Service Supervisor - Second Shift

Remote - United States

Shift:  12:00pm-8:30pm Eastern Time 

The Position.

­­The role: At Root, the customer is at the heart of all we do. Our customer service team is the gateway to our customers and directly shapes both our customer experience and the product we’re building. We’re looking to add leaders to our Customer Service Team who will be instrumental as we scale. The ideal candidate will be relentlessly curious about our customers’ experiences - utilizing data to gain insights that will continually improve the customers’ experience and drive operational efficiencies. This candidate will lead through both coaching Representatives and exemplifying Root’s long term mission for sustainable growth and best in class customer support.

What you'll be doing.

  • Lead and mentor a team of 10-12 Customer Service Representatives, ensuring CS quality and consistency, as well as adherence to company policies and procedures
  • Model and inspire professional response and resolution to all customer inquiries and concerns
  • Initiate hiring, promotion, transfer and disciplinary action for staff
  • Provide in the moment coaching/feedback to CS reps, as well as ongoing formal performance reviews where you will implement actionable advice to improve performance
  • Communicate customer service data trends, both associate performance and product performance/questions, to Manager of CS
  • Provide recommendations to improve internal tools, product/app, marketing and overall customer experience
  • Establish, promote and maintain a culture dedicated to customer service that is easy, provides complete answers and is friendly to interact with
  • Drive motivation and engagement with our CS reps
  • Work with Manager of CS to roll out CS vision initiatives to team

What we're looking for.

  • 1-2 years of supervisory experience (call center and/or auto insurance industry experience preferred)
  • Solid training leadership and management skills with ability to lead by example and foster mentoring relationships
  • Motivation to work independently, show initiative, and think creatively
  • Ability to provide in the moment coaching and motivation
  • Time management and problem solving skills
  • Ability to analyze team performance data and identify trends to coach accordingly
  • Proficiency in Word, Excel, and PowerPoint
  • Ability to create momentum and foster organizational change
  • Ability to teach and manage diverse learners with varying backgrounds
  • Excellent written & verbal communication skills
  • Willingness to learn and ability to gain deep knowledge of the insurance product and smartphone app

Get In Touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now

Join us

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

Who we are

We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.

What draws people to Root

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy—for assertive self-starters, the opportunities to contribute are limitless. Impact—by challenging the way it’s always been done, we solve problems that have a big impact on our business. Collaboration—we encourage rich discussion and civil debate at every turn. People—we are inspired by the collection of crazy-smart people around us.

The people of Root

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Root Inc.

80 E. Rich Street

Suite 500

Columbus, OH 43215

Copyright ROOT 2022. ROOT is a registered servicemark of Root Insurance Company, Columbus, OH. Disclaimer for quotes: We reserve the right to refuse to quote any individual a premium rate for the insurance advertised herein. Disclaimer for coverage: Coverage is available in the event of a covered loss. Exclusions may apply. Not available in all states. Disclaimer for savings: Based on savings reported by actual customers who purchased a new Root policy between October 2019 - July 2020; changes in coverage levels not evaluated. For California residents: Telematics is not used and resulting represented savings are not applicable. Referral program not applicable. Roadside Assistance purchased as separate coverage. Visit joinroot.com/califaq for more information. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.